IT - Systems Administrator - Mid-Level

Job#: 3030519

Job Description:

Service Support Analyst (Distributed / Server)

• Work Hours: Monday-Thursday, 10:00 PM - 8:30 AM ET
  • This role supports overnight operations during the hours of 10:00 PM - 8:30 AM ET, Monday through Thursday.
• Location: Dallas, Austin, or Phoenix (Telecommute eligible)

Your Opportunity

• The Distributed/Server Service Support Analyst is the primary point of contact for technology teams and vendors. This role operates within the Information Technology Operations Command Center and supports the technical administration of server systems through enterprise monitoring, alert acknowledgment, and Incident & Change Management activities.
• The analyst is responsible for providing incident triage, troubleshooting server-related issues using available knowledge resources, and collaborating closely with Engineers and technology partners. This position plays a critical role in ensuring production systems operate reliably and efficiently in a 24x7x365 mission-critical environment.

Key Responsibilities

Operational Responsibility

• Serve as the interface on behalf of IT Operations with internal technology teams and external support vendors.
• Advocate for business client-facing teams by ensuring issues requiring support awareness are communicated and escalated appropriately.
• Monitor MoogSoft alerts and situations in accordance with alert handling procedures, ensuring Service Level event acknowledgment is met.
• Evaluate incidents and escalate to senior technicians, engineers, or vendors as appropriate.
• Support and assist in the recovery of distributed infrastructure while documenting and communicating actions collaboratively with teammates.
• Provide support for routine production problems escalated to the command center or technical teams.
• Perform production changes within established guidelines and under supervision.
• Track issue status and provide timely updates to stakeholders; maintain accurate documentation in internal ticketing systems.
• Collaborate professionally with internal and external technology partners to ensure services are delivered effectively.
• Complete work assignments based on departmental priorities and system criticality.
• Execute operational and escalation instructions provided by senior management.

Leadership & Oversight

• Lead and assume a subject matter expert (SME) role for server operations.
• Provide minute-to-minute operational oversight of server operators and daily activities.
• Make tactical decisions aligned with strategic goals and business objectives.
• Coordinate onboarding and training of new staff and provide continuous training for junior and peer team members.

Continuous Improvement & Knowledge Development

• Maintain and expand technical knowledge through training sessions and professional networking.
• Identify opportunities to improve service delivery and enhance IT service readiness.
• Contribute to continuous improvement initiatives that support business success.
• Act as a change agent by influencing teams through ongoing operational and technology changes.
• Participate in process development, service improvement initiatives, and standardization efforts.
• Perform other duties as assigned or as required to support operational objectives.

Required Qualifications

• Bachelor's degree in Computer Science, Information Systems, or a related information technology discipline, or equivalent experience.
• 5-7 years of experience in a large, high-availability 24x7 data center environment supporting 1,000+ servers.
• Specialized knowledge of server operating systems typically obtained through formal technical training.
• Strong understanding of UNIX and Windows Server operating systems, including:
  • Paging and swapping
  • Inter-process communication
  • Filesystem concepts
  • Device drivers and system devices
• Experience working with load balancers to add or remove servers and service ports.
• Familiarity with distributed computing and networking concepts, including:
  • NFS and NIS configuration
  • DNS validation and network troubleshooting commands
  • Basic routing concepts
• Experience with Remedy/SmartIT or similar service management tools.
• Fundamentals of scripting in administrative languages such as PowerShell, Perl, or Tk.
• Strong problem-solving and decision-making skills with a focus on rapid and efficient service restoration.
• High attention to detail when performing technically detailed and time-sensitive tasks.
• Experience implementing IT standardized processes and methodologies, including ITIL, Event, Incident, Problem, and Knowledge Management.
• Demonstrated leadership mindset with the ability to influence teams and drive process improvement.
• A proactive, take-charge attitude toward service improvement and operational excellence.
• Commitment to continuous learning through training, mentorship, and on-the-job development.

Preferred Qualifications

• Active certifications such as CompTIA Server+ and/or Security+.
• Prior IT management experience with process development and continuous improvement initiatives.

We are an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. We will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

Apex uses a virtual recruiter as part of the application process. Click for more details.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Benefits Department at or .

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click for more details.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.